Joshua Hammond, Nielsen Online
Social media can be a great equalizer. Periodically we see a new consumer generated media (CGM) item that breaks barriers and demands a deeper dive. This month, we saw a true “David vs. Goliath” moment play out online for one of the most widely recognized brands in America.
In the spring of 2008, Dave Carroll and his band, the Sons of Maxwell, were traveling to Nebraska from Chicago on United Airlines. What should have been a routine journey turned into yet another cautionary tale for customer …